I cannot express enough gratitude to all the guys and ladies that work in the outside operations of the Moon Palace Golf Course and at the inside reception desks.

We were picked up by Luis who drove us to the Moon Palace Golf Course.

It seemed like Desiree had unlimited energy and she was so enthusiastic about the activity pool activities.

Manuel had us taken care of at the pool with beverages and was so kind and upbeat!

We played a lot of volley both in the pool and in the beach.

Raquel and Daniel took excellent care of us at the quiet pool each day.

The party pool is the place to be, entertainment staff members Pedro and Des went above and beyond to show us a good time.

We love the beach, so we didn’t use the pools,

Our adult kids were well entertained by the pool staff (Pedro, Roberto, Allan and Desiree)!

Orlando and Daniel are the best at the pool!

There are lots of benches around the pool.

They’re here for you at shows, at the pool, at the beach playing volleyballs and even at the bar!

We had a wonderfully relaxing time at the pool with our pool concierge Raquel.

The activities by the pool and the daily shows are awesome.

Spent 10 days at the pool and they made our trip!

Great drink and food service at the pool from Elisa, Fredi, Gabriel serving anything you could want!

Love Sun Palace and especially the entertainment staff Jonathan, Desiree, Allen, Pedro and Roberto were so much fun at the activity pool every day and at the shows.

Rose petals on the bed and jacuzzi, balloons, honeymoon banner.

Sun Palace

Free parking

Free High Speed Internet (WiFi)

Pool

Our favorite aspects of The Grand were the dessert/coffee shop, The Wired Lounge was ours kids favorite, Indian Restaurant at Nizuc, minigolf at Nizuc, indoor play area at the Grant water park, Moon Palace Golf Course, fitness center, in-room jacuzzi.

RIcardo and his crew at the moon palace golf course, our clubs were always ready and waiting for us.

Luis at Moon Palace golf course continues to be the best.

Housekeeping hasn’t shown up in days and all they do is call you at 8am to get you to go to the time share meeting.

The rooms aren’t great for the price…the air con was noisy, our in-room telephone didn’t work, the view over the back of a water park were bad.

Next day she has another person call starts off "this is guest services, how is your trip going" quickly goes into "my friend invited you to breakfast let's arrange it again" by this time we were 😡 again said no!

We kept calling and nobody would pick up the phone.

#moonpalace resorts Cancun - don’t waste your money - mobile app is a joke, Room Service outsourced to call center with 3 hour wait time, low hospitality EQ with many public facing staff, can’t get reservations for restaurants, didn’t observe food allergies - not coming again

When we tried to call for assistance from her room we found that the phone didn’t work.

Second room we checked into has a non functional shower and a non functional telephone.

I then get sent an email in Spanish regarding this matter and a follow up call that confirms that we have been given a 100 dollar credit .

The resort relies on a phone app to tell you what's going on in the resort, where everything is, and make reservations.

If where we were going wasn't their route, they'd call for another tram and set the expectation of how long we'd have to wait.

but dirty rooms no when I arrived to my room the table was dirty and ring marks all over room , toilet roll bits on floor and 5 days later still there I had to complain and ask for a good clean.

The service here is horrible the workers are very rude they throw you off like garage hang up the phone and don’t help  you .

On the second day, we didn't receive any housekeeping service, and when we tried to request it, the phone was not working, which was frustrating.

2 didn't and unplugged the phones in their room to avoid being harassed each morning about the presentation.

We felt a little bait & switch, upon arrival we were told we had to upgrade from our reservation to get king beds, when I was told on the phone we had reserved rooms w king beds-

The reps are a filter to screen call only, no value.

If you call the service desk for this, it won't show up.

The restaurants you cannot get into as you can only book in advance 2 days ahead from 10am using the app (which is temperamental) or by calling 0, long waits and they hang up on you.

After repeatedly expressing that we are not interested in excursions for this trip, we got a notification every single day asking if we had reconsidered as well as a phone call to the room every day asking if we had reconsidered upgrading the room.

We were having a meal by the pool with my kids and the “concierge” came to tell us to move because we weren’t DIAMOND elite guests.

We prefer pool time vs beach so there are many options for pools - crowded/party style or relaxed family style and also adults only.

We just got back in December and all our favorite pool concierge staff came over to wish my husband Happy Birthday personally at the pool we were at for the day for his Birthday.

With seven pools there are plenty to choose from.

There aren’t enough sun loungers by the pools for every one.

The staff are always so helpful - Elias in particular over at Los Tacos pool side really looked after us and went above and beyond every day!

but the entertainment staff at the pool are above and beyond incredible!

The Pool Concierges were excellent as always.

She really made an effort to get to know those around the sports pool and encourage people to join in.

We especially loved Monserrat at the sports pool who gets our kids engaged and active all week!

So huge thank you's to Jorge Miam, Gabriel Ramirez,  Kendy Perez Gonzaloz, Jose Luis Ruanova, Arturo Adip, Rocio Martinez, our Pool Concierge staff Suleima and Jose, (wait staff) Raul and Bernardo, cannot say enough about these people!

Sunrise seemed more our style with the pool having a beachfront view and access,

The best parts were the adult pool which was super relaxing and always had sun loungers available.

There's a little something for everyone at the Grand from huge swimming pools, to water-parks, arcades, spas, mini-golf, bowling, nice beaches (maybe lacking crystal clear blueish waters

He always had a cabana reserved and ready for us when we came to the Wellness Pool in the Grand.

Good luck getting a lounger at the pool after 8am.

We planned this rather expensive vacation for a long time and were a bit panicked when we saw a number of 1 star reviews in December 2023.

You need to reserve tables in advance  for an extra fee

Overall they just seem unorganized at times and the experience was too chaotic and stressful - not what you'd expect for paying 5 star prices ($1.6k/night per standard room for several of the nights).

We have paid a massive amount of money to come here from the UK for the six of us.

Not what a family wants on a 5* holiday that cost $$$$$.

but apparently not anymore, they had removed it  probably because it end up costing them lots of money!

This is just a totally overrated hotel and not worth even a small fraction of what it costs to stay here, especially if you think you’re going on a beach vacation.

I asked them why an option to pay later was even available when it didn't guarantee a spot and they couldn't explain this.

If you can not deal with the volume of people don’t sell massively expensive holidays to that many people!

Also, the picture packages were very expensive for dolphins.

Why are we being guilt tripped to pay for something we have already paid for?

We had booked at a lower rate when we made our reservation in Feb, and with a recent check for another family member, we noted the room rates had gone up.

Her response was that we would need to pay and she’ll be writing a report.

but is trying to sell a voucher for a future stay for $299, which allows you to book a future stay at a discounted rate.

Or they pay you $500 USD in palace credits for going to a 90 min.

but otherwise my experience here was very disappointing for the price it costed us.

but when a massage can cost £750 for an hour this can easily go.

Our stay did not cost us a penny more than what we paid when booking.

Moon Palace The Grand - Cancun

price

phone

Agent said that they would then credit that amount back to card in 7-10 days. Why?

..we were un-receptive to their "invitation" to $750 in room credit)  and passed on the "experience" I guess they passed on offering us any more service as well.

At the restaurants, I noticed additional items on the menu that you had to pay for, my wife asked for a glass of Moscato at the Italian place, and they said it was an additional charge, lol.

Promise you room credit that can be used everywhere.

Can’t get reservations, lines for everything, overcrowded, up charges, too many options/fees to navigate, sprawling, understaffed, lounge chair hunger games, limited options for son with celiac.

Make sure to bring an actual Apple or Samsung cord to charge your devices and not an aftermarket one.

There are 2 kids clubs, one at Nizuc and one at sunrise (we didn’t go to the grand, as it’s an additional charge).

I asked how to sign up for the tennis activity that is stated on the calendar and Sergio basically told me that this requires extra charge and he doesnt know of any tennis activity.

Build the cost of tax into the all in price and offer the resort credits without the strings attached.

But you can use only $100 of the $500 credits.

We were given only 750 in credits instead of 1,500.

This hotel will overcharge your credit card and try to rip you off every chance they get, and they are unapologetic about it.

My husband and I spent over 3 hrs trying to make sure our kids had beds and fix the the inaccurate charges to our account, just for me to be told I needed to calm down and stop being so loud.

The shopping and spa credits they give away are of limited value.

we had $500 resort credit for excursions- til Lupita said we had $0 credits.

But the worst part was they charged us 25$ as a no show for a reservation that was not honored.

There is a $25 no show fee, they charged us no show fee even through we went to the restaurant.

Pay 10 to the guy in the bowling alley and you can avoid the 60 charge.

Don’t count on getting the extras they offer like any resort credit or free golf rounds they do not honor it and the golf if super expensive.

The Moon Palace golf course is a resort style venue.

Food is hit or miss-mostly just ok. Tacos and ceviche at pool are delish.

We went in search of a comfortable place to relax and grab a bite to eat out by the pool.

The pool set up was very nice, and there were many food and bar options around it.

but the hotel management have sold far more rooms than they have capacity for in the restaurants, pools, communal areas, bars.

Overall, the resort is a great place for a family vacation with a fun pool, nice rooms, and good food.

The good points - the pools were fantastic, the food at the buffet was really good.

Pool side - as a test i gave the lady $5 to take care of everyone she never left us, everyone gave her more after she did a great job.

The pool on the other hand never had place to sit.

Things the kids enjoyed was flowrider, kayaking, beach soccer and the pools.

-we usually went by 7:30 am to get chairs by the pool.

The large pool area smells of sewage and there is garbage everywhere.

It could be at the same place (Bugambilias) as breakfast where they again had a great buffet, or it could be at one of the places by the pool.

They have a kids pool that my daughter loved so we hung out there mostly.

Big shout out to Damian the poolside waiter, Julian the smiley pool bartender, and Lucas at the lobby bar!!

We found plenty of sun beds were available at both pools throughout the day.

Also, at The Grand the Olympic and the Diamond Pool are great as well.

When we try to focus on the positive, the grounds, pools, and serving staff were great.

The front desk is difficult to deal with, especially if you lose your bracelet, fine print costs you a lot of money.

Check-in was chaotic and clerk required us to charge another credit card for the entire trip that was already paid for in March.

If you wanted to attend the new year's eve party, it was an additional fee, lol.

Used to be a five star…still cost of a five star

The hospital trip also cost over $800 which we had to pay as well.

Don’t come here unless you like abuse and pay $20K.

For the price we are paying, we could be staying at the Four Seasons.

but you would have to pay for something first.

Note of not staying at The Grand: you must pay extra for the water slides.

But I don't think the additional price is justified for service or food.

Everything is falling apart, we paid extra for a swim up suite which was worthless and a joke.

Considering that they don't get tipped and what they are probably being paid, the servers were amazing.

But I Would not stay there again for regular price.

At $600 USD a night, this is completely not worth it.

Paying 16% tax for a service/good that is marked up at least 84% higher than what you would pay in the US is like getting no real value.

The bunkers are full of rocks and the course itself is not in pristine shape that you would expect from a course that charges $300 a round.

but we were told that he could be seen by their doctor but any expense had to be covered by us.

We paid for Ocean view and that was not Ocean view.

but they do not compare to the service and attention to detail that all the employees pay to everything they do at Moon Palace.

Jan, 8, 2024

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Jan, 8, 2024